Differentiation is arguably the most important source of growth for service businesses. That said, when it’s difficult to differentiate the outcome of your service, it’s essential to focus your attention on differentiating the process by which you deliver your service. Continue reading “Customer Service: How to move from ordinary to extraordinary”
If you can tolerate the language you can learn a lot from Ramsay’s Kitchen Nightmares. In fact you can learn something from virtually everything that goes on around you. Back to the kitchen ….. there is a common theme that runs through practically all of the restaurants he works with. This is ….
The menu is way too broad – there are so many dishes it’s hard for people to choose and harder for chefs to get any good at any of them. In their attempt to appeal to a wide range of people they end up appealing to very few.
The owners start by being so appreciative of Ramsay’s help but very quickly push back on virtually every suggestion he makes because they “know better.” Ah, hello, the business is failing!
The team members who work at the restaurant know EXACTLY what is wrong and they are, for the most part, incredibly loyal to and tolerant of the idiot owner they work for. But if or when they try to suggest a way to improve the process or offer suggestions based on direct or indirect customer feedback to the owner they are totally ignored.
Does this give you any ideas for your firm or any of your clients businesses? Perhaps you could invite some clients to a breakfast meeting, show one of his episodes and discuss the lessons learned and how they could apply to any business….. just an idea.
In a presentation I do on professional selling I try to make the point that if a prospect says “no” it never means “never”. People make decisions based on “where they are at” at the time of making the decision and their natural inclination is to resort to the status quo because that’s the way we humans are wired. Continue reading “When No means Not Yet: A Principa Alliance Member’s Experience”